Incident Operations Center (IOC) / Central Communications Center (CCC)

Reporting Complaints to Central Communications Center

Complaints concerning the delivery of services, safety, or security at a DJJ facility or program should be immediately reported to the Central Communications Center.

The thoroughness of investigations and reviews of complaints can be significantly impacted by the information you provide. Please provide as much detailed information as possible. Though it is not required, providing your name and contact information is helpful so staff can contact you about the complaint.

Incident/Complaint Hotline: (800) 355-2280

Complaints can also be:

Faxed to the Office of the Inspector General at (850) 414-7182; or

Mailed to the:

Department of Juvenile Justice
Office of Inspector General
2737 Centerview Drive
Tallahassee, FL 32399-3100

Overview

Karen Miller
Incident Operations Center Director

In 2013, the Department created the Incident Operations Center (IOC) in order to catalog and track all complaints and related correspondence received by DJJ. The IOC is responsible for monitoring corrective action taken by DJJ providers, including State-owned and operated facilities, following resolution of incidents reported through the Central Communications Center or Office of Inspector General. The unit is also responsible for conducting trend analysis as well as the daily reviews and assignments of incidents accepted by the CCC. The IOC is established under the Office of Inspector General and is staffed by duty officers, IOC analysts, a supervisor, and the IOC director.

Matthew McCaffrey
Manager, Central Communications Center

The Central Communications Center (CCC) was established on July 6, 2004. The CCC replaced the Incident/Complaint Hotline Unit, which was established in 1994, and was under the Office of the Inspector General. The CCC is a user-friendly call-in center operating 365-days a year, with an emphasis on assisting Department, provider, and grant staff collection, retention, and dissemination of information related to the care, safety, and humane treatment of all youth served by the Department, providers, or grantees. Citizens with complaints related to Department operated facilities and programs can also make reports to the CCC.

All reportable incidents as defined in Florida Administrative Code Rule 63F-11, are required to be called into the CCC within 2 hours of the incident occurring or program staff learning of the incident. The CCC prepares a Daily Report of all incidents reported during the previous 24 hours (6:01 a.m. - 6:00 a.m.). This report is distributed to the Secretary and the executive leadership on a daily basis, except on the weekends and holidays. An email notification system immediately alerts predetermined groups of management staff of particular incidents on a daily basis. This rule describes in detail incidents falling under the following seven categories.

1. Escapes/Absconds Incidents
2. Complaints Against Staff Incidents
3. Medical Incidents
4. Mental Health/Substance Abuse Incidents
5. Miscellaneous Incidents
6. Program Disruption Incidents
7. Youth Behavior Incidents

Reportable Offenses

Some examples of reportable offenses are as follows:

• On Duty Staff and Juvenile Deaths
• Staff Felony Arrests
• Escapes from Secure Facilities
• Juvenile Injuries
• Disturbances
• Display/Use of Deadly Weapon
• Staff and Juvenile Sexual and Romantic Relationships
• Theft of State/Juvenile Owned Property
• Alleged Improper Use of Force

CCC FAQs

Additional information can be found in the CCC FAQs.